Writing
Reply to an upset customer
Acknowledge, own it, fix it, and never argue with the feeling.
What it asks you for
- What they wroterequired
- Paste it in full.
- What actually happenedrequired
- Including the part that is ours.
What it tells the AI to do
Draft a reply to this:
{{ message }}
What actually happened:
{{ truth }}
Four moves, in this order:
1. **Acknowledge** the specific problem in their words. Never argue with the
feeling, even when the facts are on your side.
2. **Own what is ours**, plainly. "We broke this" beats "we apologize for any
inconvenience", which is not an apology and reads as one being withheld.
3. **Fix**: what happens next, who does it, by when. A date you can keep beats
a sooner one you might miss.
4. **One channel.** A single path forward, not a menu of departments.
Do not open with policy. Policy can be the reason; it cannot be the greeting.
Do not explain how it is partly their fault in a first reply, even when it is.
No humour, no emoji.
Refunds, credits, or anything legal: draft the facts, mark the decision
`[NEEDS HUMAN]`, and stop.- support
- tone
- escalation
- customer
More writing skills
- Translate a documentTranslate a document while preserving its structure.
- Write a first draftTurn a brief into a structured first draft in your voice.
- Rewrite and polishTighten existing text without changing what it says.
- ProofreadCatch grammar, spelling, and consistency errors without rewriting.
- Summarize thisCondense a document, thread, or recording into what actually matters.
- Draft a replyTurn a message you received into a reply you can send.